ran multiple speed tests using ethernet cable to laptop. All tests varied from mediocre speed to almost nothing. Seemed to start around 7 pm EST. Rebooted modem and no success. You have my permission to check for yourself. I suspect I’m not the only customer having troubles.
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Hi @geo
Sorry for the slow reply.
I saw the last few tests you ran, and it looks like your speeds have gotten back up today! 
Are you still experiencing issues? I’m trying to find out the root cause for your previous problem, as your account is currently healthy.
Have you had any bad weather this past week? It looks like your modem had a drop in signal quality yesterday, and also on July 25th, which could explain the slow speeds.
Speeds are still erratic. With no inclement weather usually in the morning I get my fastest speeds. Not so lately. Fast.com shows erratic speeds as well. All of this with good SNR.
Hi @geo
Did you notice slow speeds at all before July 26?
I see that your region had a bad weather event on July 25, and this has caused a lot of offline events for your modem (many more than average).
Yes we have had severe weather in ~ last 2 weeks. But the buffering and slow speeds have gotten worse even without bad weather. Are the speedtests reported to software automatically. The reason I ask before the last two weeks, most of the time I’ve been able to go through certain investigative routines that almost always solve the buffering and speed problems at least temporarally allowing me to finish a movie or podcast. Possible software changes? Those same routines don’t work now. Might be coincidence but just woindering if you use AI to manage traffic problems?
Thanks for your help.
Hi again @geo
As your modem is still having offline events (and most of those indicate the possibility of rainwater stuck in the antenna, and/or a mispoint), I’m requesting a service call to check your equipment. This is free of charge as you have the Easy Care add-on.
The Field Team will get in touch as soon as possible to schedule this visit (using the phone number and/or email address associated with the account), and we’ll keep investigating the issue of slow speeds in the meantime.
Thanks Nathalia, We have had periodic waves of very strong thunderstorms come through for several days which I’m sure knocked the modem offline several times.
After ~7:15 EDT last evening I noticed a noticeable improvement in speed and video quality. Speeds checked great this morning then a little after noon buffering started and speed decreased. Are these peak traffic times for your system in my area? My speeds at this time are great. The SNR is at the highest numbers that I’ve had ~ 7.2. If positive 7.2 is a good thing.
Well the Directtv/Viasat tech was here yesterday to check the system out. I opened another thread Directtv was here this afternoon - #2 by geo which I think needs to be under this thread. Hope a moderator can correct that.
This morning signal is worse. Cannot play any online video stream without serious buffering issues.
The modem rebooted itself around 17:45 EST yesterday and again this morning around 08:25 EST. Was not initiated by me. Probably online tech or engineer origination. I unplugged modem this morning around 08:30 and modem booted successfully.
If you are downloading a possible software fix a headsup would be appreciated so I make sure I don’t interrupt process.
Any help will be appreciated.
I ask again if 7db SNR is a better signal that the modem is receiving??
Hi @geo
Sorry for the slow reply. We’re currently investigating your issue internally.
Regarding the Data Saver, please let us know if you’d like it to be re-enabled.
Also, your SNR still shows up as 4.8 dB for me right now – if you could attach a screenshot of where you’ve seen the other number, that might be useful for us.
Thanks!
Thanks for the reply Nathalia.
Regarding DSE, I don’t see much use to re-enabling until the other matters are resolved. Besides I don’t have enough quality signal to watch very much video content without heavy buffering. When the issue is resolved I would like to compare the buffering issue with and without DSE. I am not concerned with running out of priority data as I rarely use more than half that I have purchased.
I get most of my SNR data from the “History Results” tab after running speed check. I believe you have the credentials to view those. If you will notice the tech arrived about 12:20 on 08/14/2024. The SNR numbers were running above 7 db for some time prior to the modem/re-alignment then dropped significantly. I also have this https://viasatmodem.com/?page=modemStatus that I watch sometimes. I’ve noticed in the past when a rain shower passes over the SNR reduces until I have no signal.
That is the reason I would still like to know Is SNR 7.0 a stronger signal than the 4.8 db I’m receiving now?
Thanks for your help.
SNR values dropped below 3.7 db and buffering was intolerable yesterday evening. not much better this morning.
If you check my results history from running speedcheck, you will notice the modem results were recorded at 14:28 EST on 8/14 after the tech had completed the modem replacement and dish realignment and software download. The tech left my house at approx. 15:15. The modem error did not show up until 16:17 after I ran speedcheck.
Hi @geo ,
We’re investigating a bit more the situation of your setup and we’ll update here once we have news.
Thanks,
Leonardo
Thanks Leo.
About my setup. Only 1 user household. Usually only one device used at a time. Laptop connected by CAT6 cable directly to Viasat Modem/Router.
Conclusions from my first hand observations after tech visit. In my opinion the modem did not need replacement. Dish alignment can always be tweeked just a little better. All the green lights during dish alignlment does not mean maximum signal strength.
Can’t blame the tech for inexperience. He only worked for Direttv for a month and a half from what he told me. I would think that experience with Viasat systems was much less from what I observed. Almost anyone can do dish realignment following your videos. Unfortunately I’m not physycally able any longer.
To solve my service problems, I would be suspicious of the modem that is installed now. I come to that conclusion by just examining the history results from running speedcheck. As I said earlier the tech finished modem replacement around 14:28 and the tech left my property approx 15:15 The test results looked good first two speedchecks. The Status error 401 didnt show up until 16:17 which makes me think of modem/software problems. Is your company recycling refurbished modems? The reason I ask is that the large corporation that I worked for had trouble with that issue.
The degrading SNR I would guess would be an alignment issue.
Just found CSV file
posted but removed. Too much privacy violation.
Well looky looky looky. My apeedcheck results improved dramatically overnight… Could it have been overnight thunderstorms or maybe even Aliens? Naah I would guess an overnight software fix and software reload probably. The status code error 400 went away.
please check my results history
Thanks Mr.and Mrs. Viasat engineers.
Speeds approaching good to great level even with fairly low SNR. Will run tests through the day to monitor
Finding more bugs with your software I think.
and more history results from speed check showing probems.
Hi @geo
Thank you for all the information provided.
You’ve probably noticed your internet go offline for a few minutes just now – I’m checking for any firmware issues with the new modem, so I rebooted it.
